chapter 9 negative messages. ©2011 cengage learning. all rights reserved. may not be scanned,...

Chapter 9Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 2

Goals in Communicating Negative NewsApplying the 3-x-3 Writing Process for Negative MessagesAvoiding Legal Liability in Conveying Bad NewsDirect Strategy for Delivering Bad NewsIndirect Strategy for Delivering Bad News

Topics in This Chapter

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 3

Components of Effective Negative MessagesTechniques for Delivering Bad News SensitivelyDealing With Disappointed CustomersManaging Bad News on Social Networking SitesAnnouncing Rate Increases and Price HikesDelivering Bad News Within Organizations

Topics in This Chapter

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 4

Explaining clearly and completely Projecting a professional image of you

and your organization Conveying empathy and sensitivity Being fair Maintaining friendly relations

Goals in Communicating Negative News

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 5

Phase 1: Analyze, Anticipate, Adapt Analyze the bad news. Anticipate its effect on the

receiver. Announce the bad news

directly if the disappointment will be mild.

Use techniques to reduce the pain if the bad news is serious.

Applying the 3-x-3 WritingProcess to Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 6

Phase 2: Research, Organize, Compose Gather information and

brainstorm for ideas. Jot down all reasons you have

to explain the bad news.

Applying the 3-x-3 WritingProcess to Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 7

Phase 2: Research, Organize, Compose Present only the strongest and

safest reasons. Include ample explanation of

the negative situation. Avoid fixing blame.

Applying the 3-x-3 WritingProcess to Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 8

Phase 3: Revise, Proofread, Evaluate Read the message carefully to

ensure that it says what you intend.

Check the wording to be sure you are concise without being abrupt.

Read the sentences to see if they sound like conversation and flow smoothly.

Applying the 3-x-3 WritingProcess to Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide 9

Phase 3: Revise, Proofread, Evaluate Make sure the tone is friendly

and respectful to increase receiver acceptance.

Check format, grammar, and mechanics.

Evaluate the message. Is it too blunt? Too subtle? Is it clear, but professional?

Applying the 3-x-3 WritingProcess to Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

10

Abusive language, including abusive language on social networking sites, such as Facebook and Twitter

Avoiding Legal Liability inConveying Negative News

Defamation -

language that

harms a person’s

reputation

Libel - written

defamation

Slander -spoken defamati

on

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

11

Careless language – statements that are potentially damaging or subject to misinterpretation For example, The factory is too

hazardous for tour groups

Avoiding Legal Liability inConveying Negative News

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

12

The good-guy syndrome - dangerous statements that ease your conscience or make you look good For example, (I thought you were an

excellent candidate, but we had to hire…)

Express only the views of the organization when acting as an agent of the organization.

Use plain paper for your personal matters.

Avoid supplying information that could be misused.

Don’t admit or imply responsibility without checking with legal counsel.

Avoiding Legal Liability inConveying Negative News

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

13

Direct Strategy Indirect Strategy

Comparing Strategies forDelivering Negative News

Bad News

Reasons

Pleasant Close

Buffer

Reasons

Bad News

Pleasant Close

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

14

When the bad news is not damaging When receiver may overlook the bad

news When the organization or receiver

prefers directness When firmness is necessary

When to Use the Direct Strategy

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

15

When the bad news is personally upsetting

When the bad news will provoke a hostile reaction

When the bad news threatens the customer relationship

When the bad news is unexpected

When to Use the Indirect Strategy

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

16

Buffer

•A neutral or positive opening that does not reveal the bad

news

Reasons• An explanation of

the causes for the bad news

Bad News

• A clear but understated announcement of the bad news that may

include an alternative or compromise

Closing

• A personalized, forward-looking,

pleasant statement

Examining the Components ofEffective Negative Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

17

Bufferin

g the Opening

Presenting the Reason

s

Cushioning the Bad New

s

Closing Pleasantly

Techniques for DeliveringBad News Sensitively

Start with the part of the message that represents the best news.

Pay a compliment, show appreciation for a past action, or refer to something mutually understood.

Avoid raising false hopes or thanking the receiver for something you are about to refuse.

Consider apologizing if you or your company erred. If you apologize, do so sincerely and take responsibility.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

18

Bufferin

g the Opening

Presenting the Reason

s

Cushioning the Bad New

s

Closing Pleasantly

Techniques for DeliveringBad News Sensitively

Explain clearly why the request must be denied without revealing the refusal.

Show how your decision benefits the receiver or others, if possible.

Explain company policy without using it as an excuse.

Choose positive words. Avoid negative words, such as cannot, claim, error, failure, unwilling, impossible.

Show that the matter was treated seriously and fairly.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

19

Bufferin

g the Opening

Presenting the Reason

s

Cushioning the Bad New

s

Closing Pleasantly

Techniques for DeliveringBad News Sensitively

Consider positioning the bad news strategically by sandwiching it between other sentences.

Consider subordinating the bad news (although another commitment that day prevents me from attending, I wish you well in …).

Consider using the passive voice (although I am prevented from attending because of another commitment that day, . . .).

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

20

Bufferin

g the Opening

Presenting the Reason

s

Cushioning the Bad New

s

Closing Pleasantly

Techniques for DeliveringBad News Sensitively

Accentuate the positive by describing what you can do, not what you can’t do.

Consider implying the refusal, but be certain it is clear.

Suggest a compromise or an alternative, if one exists.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

21

Bufferin

g the Opening

Presenting the Reason

s

Cushioning the Bad New

s

Closing Pleasantly

Techniques for DeliveringBad News Sensitively

Look forward to future relations. Supply more information about an

alternative, if one is offered. Offer good wishes, compliments, or

freebies (coupons, samples, gifts). Avoid referring to the refusal. Use resale or sales promotion if

appropriate.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

22

Call the individual involved. Describe the problem and apologize. Explain

Why the problem occurred What you are doing to resolve it How you will prevent it from happening

again Follow up with a letter that

documents the phone call and promotes goodwill.

Damage Control: DealingWith Disappointed Customers

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

23

“Before” – IneffectiveCustomer Request Refusal

Dear Ms. Trumbo: We regret to inform you that we cannot allow you to convert the lease payments you have been making on your Canon X1000 color copier toward its purchase, much as we would love to do so. We understand that you have been making regular payments for the past 16 months. Our established company policy prohibits such conversion of leasing monies. Perhaps you have noticed that we offer extremely low leasing and purchase prices. Obviously, these low prices would never be possible if we agreed to many proposals such as yours. Because we are striving to stay in business, we cannot agree to your request asking us to convert all 16 months of rental payments toward the purchase of our popular new equipment. It is our understanding, Ms. Trumbo, that you have had the Canon X1000 color copier for 16 months, and you claim that it has been reliable and versatile. We would like to tell you about another Canon model—one that is perhaps closer to your limited budget. Sincerely,

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

24

1. What is the purpose of the letter on the previous slide? What goals should the sender have?

2. What prevents this letter from achieving those goals?

3. What pattern of development would work best for this letter? Is that pattern what you see?

Critical Thinking Questions

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

25

4. What idea could serve as a buffer to open an improved version of this letter? Write a buffer.

5. How could the bad news be subordinated? Write a statement that subordinates the bad news.

6. What friendly news could be used in the closing? Write a closing statement.

Critical Thinking Questions

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

26

“After” – Improved Refusal of Request

Dear Ms. Trumbo: We’re happy to learn that you are enjoying the use of the Canon X1000 color copier you’ve been leasing for the past 16 months. Like our many other customers, Ms. Trumbo, you have discovered that Canon copiers supply remarkable versatility and reliability. One of the reasons we’re able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. If our program included a provision for applying lease payments toward purchase prices, our overall prices would have to be higher. Although lease payments cannot be credited toward purchase price, we can offer you other Canon models that are within your price range. The Canon 600 delivers the same reliability with nearly as many features as the top-of-the-line Canon X1000. Please let us demonstrate the Canon 600 to your staff in your office, Ms. Trumbo. Our representative, Seth Simmons, will call you during the week of May 5 to arrange an appointment.  Sincerely,

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

27

Recognize social networks as an emerging communication channel.

Become proactive by establishing blogs and active Web sites with community forums to listen to customers and advertise the company's good deeds.

Managing Organizational Negative News on Facebook, Twitter, and

Other Web Sites

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

28

By John S. Donnellan

Join sites, such as Twitter, Facebook, Flickr, YouTube, and LinkedIn to see how these sites function and to benefit from site interaction.

Monitor comments about your organization to make immediate response possible.

Managing Organizational Negative News on Facebook, Twitter, and

Other Web Sites

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

29

Explain the reason for the price increase, such as higher material costs or rising taxes.

Convey how the increase will add new value or better features, make use more efficient, or make customers’ lives easier.

Give (advance) warning of rate increases.

Announcing Rate Increases and Price Hikes

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

30

In Today’s Digital Environment, Rate and Price Increases May Be

Announced Online

Explains expansion of Blu-ray DVD movie collection and describes how costly these films are, thus justifying a price increaseConnects increase in cost to bigger library and wider choice of best movies for customers

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

31

In Today’s Digital Environment, Rate and Price Increases May Be

Announced Online

Provides name and number for more information

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

32

Gather all the information.

Prepare and rehearse

.

Explain what

happened and

how the

problem will

be repaire

d.

Consider taking a

colleague with you.

Think

about

timing.

Be patient with the reaction.

Techniques for DeliveringBad News Personally to a Superior

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

33

Deliver the news honestly and early. Use the indirect strategy. Try to open with a relevant, upbeat

buffer. Provide clear, convincing reasons that

explain the decision. Be clear, yet kind, gentle, and

understated with the bad news. Avoid referring to the bad news in the

closing.

Techniques for Delivering Bad News to Groups of Employees

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

34

To avoid being painful to the receiver and, more importantly, to avoid providing extra information that may prove fatal in a lawsuit, keep letters short, general, and tactful.

Techniques for Refusing Job Applicants

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 9, Slide

35

END